Technical Support Engineer - APAC, Mandarin Speaking

Sydney, Australia OneStream Software LLC

Employment Type Full-Time

About The Job

We are looking for a Technical Support Engineer to provide Mandarin-language support as part of our Customer Support - APAC team. This individual will be responsible for working with our external customers to provide them with overall product/software support and resolve any other technical issues that may arise. The ideal candidate will be passionate about working with customers and providing exceptional customer service.

Responsibilities

• Respond to product related customer issues and contact customers to triage problems.
• Provide remote product support for OneStream customers and troubleshoot product configuration issues.
• Perform customer software installations and upgrades, typically in virtualized environments.
• Research, resolve and respond to complex issues across the application product lines and product boundaries ensuring policy compliance.
• Collaborate with other teams to help solve support problems, training problems, and other issues that may arise.
• Submit customer enhancement requests to software development teams.
• Update and maintain technical knowledge base articles.
• Assist in developing innovative solutions and building strong relationships with customers.
• Ensure all interactions with OneStream customers are positive and handled with a high sense of urgency.
• Lead by example and encourage information sharing, team-based resolution activity, cross training and putting an emphasis on resolving cases as quickly and effectively as possible.

This is an exciting opportunity to help build our fast-growing international company, your career, as well as the careers of others. The ideal candidate will be passionate about developing and helping others within our company and the community, and have a high interest in the OneStream mission and being an integral part of a collaborative, tight-knit firm. A passion for technology and learning, and the ability to grow others are vital for success in this role.

Desired Skills And Experience

Formal Education and Certification

• College diploma or bachelor's degree in a technology-related field (or equivalent work experience)
• Microsoft and Cisco Certifications a plus

Knowledge And Experience

• Must be bilingual fluent in both English and Mandarin
• 5+ years Software Support Helpdesk experience.
• Experience supporting customers in a Windows environment (Windows 10, Windows Server, IIS, SQL Server, SQL, VMware, and/or Hyper-V).
• Experience in a Level 2 or Level 3 IT support environment.
• Knowledge of Finance and Accounting practices and principles.
• Experience solving financial-driven support issues.
• Experience documenting best practices and procedures in an IT knowledge base.

Nice to Have

• Experience with PowerShell, VB.NET or Visual Basic. Any object-oriented programing.
• Prior experience with any of the following products:
• SAP Outlooksoft BPC
• SAP BOFC (Cartesis)
• Hyperion HFM, FDM, Planning, Essbase,
• IBM Cognos or other EPM solutions.

Personal Attributes

• Results-driven.
• Detail-oriented.
• Strong presentation skills.
• Able to multi-task.
• Flexible and adaptable.
• Team player.
• Legally authorized to work for any company in the United States without sponsorship.

Who We Are

OneStream Software is a privately held software company created by the same team that invented the leading financial solutions of the last decade. We provide a unified Corporate Performance Management (CPM) platform which enables the enterprise to simplify financial consolidation, reporting, budgeting and forecasting for complex organizations. Our powerful extensibility enables the enterprise to deliver additional analytic solutions without adding any technical complexity. By delivering multiple solutions in one application, we offer increased capabilities for financial reporting and analysis while reducing the risk, complexity and total cost of ownership for our customers. We are driven by our mission statement that every customer must be a reference and success.

We are equally fanatical about our OneStream family members (formally known as employees). We are a team in every sense of the word. Everyone here is approachable and excited to pitch in and help. We work hard and play hard. The right candidate is easy to get along with, always willing to lend a hand, excited about coming to work, and happy to contribute to the team. We have a casual dress environment and modern office with an onsite gym!

WHY JOIN THE ONESTREAM TEAM

You will be joining us at a pivotal moment in our expansion plans into Europe and beyond and it will be your creative flair and focus that will assist, support and drive Sales in the delivery of their plans and targets. We are equally fanatical about our OneStream family members. We are a team in every sense of the word. Everyone here is approachable and excited to pitch in and help. We work hard and play hard. The right candidate is easy to get along with, always willing to lend a hand, excited about coming to work, and happy to contribute to the team.

OneStream Software is an Equal Opportunity Employer.